Akkodis is seeking an Incident Management Analyst for a Direct Hire position with a client located in Salem, NC (100% Onsite).
Salary Range: $70K-77K/annum on Fulltime (The salary may be negotiable based on experience, education, geographic location, and other factors)
Title: Incident Management Analyst
Location: Salem, NC (100% Onsite)
Type: Direct hire
Position summary: The Incident Management Analyst is responsible for the overall coordination of the incident management process, in particular when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution.
Qualifications required:
2+ Years' experience designing and executing incident/problem management processes.
2+ Years' experience with an IT Service Management ticketing system.
1+ Years' Service Now Experience
2+ Years of NOC Experience
Must be process driven, detail oriented and organized in both thought and practice
Excellent verbal and written communication skills
Excellent active listening skills
Strong analytical and problem-solving skills
Qualifications desired:
Must have a professional demeanor and the ability to effectively work with internal and external customers, vendors and staff
Ability to work under pressure and handle conflicting priorities
Excellent time managements skills
Experience with TCH technologies
Evidence of strong documentation skills
Project management and MS Office experience a plus
Essential functions and responsibilities:
Contributes to planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Is the backup to the Incident manager for the managing of major incidents
Participates in maintaining incident/problem management processes and procedures
Review incident data to analyze assigned problems
Analyzes incident and problem tickets for correct prioritization and classification
Investigates problems through to resolution or root cause
Coordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors
Assists the Incident manager with preparing reports and metrics pertaining to incident/problem management
Benefits:
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: • The California Fair Chance Act • Los Angeles City Fair Chance Ordinance • Los Angeles County Fair Chance Ordinance for Employers • San Francisco Fair Chance Ordinance